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I used real money and received a bonus. I made a profit from this money and applied for 4000 euros for payment. The payment was refused because I had made an irregular game (300 carat roulette) but I also had real money. To date, I have not received any of my winnings.

Helga Nilles

Ich habe Echtgeld eingesetzt und einen Bonus erhalten. Aus diesem Geld habe ich einen Gewinn gemacht und 4000 Euro zur Auszahlung beantragt. Die Auszahlung wurde verweigert weil ich ein irreguläres Spiel gemacht hätte ( 300 Carat Roulette) ich hatte aber auch Echtgeld. Bis heute habe ich nichts von meine Gewinn bekommen.

Helga Nilles

Dear Helga,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.lafiestacasino.com/general-terms-conditions/?lang=en :

"Betting Rules

16.1. The casino expects you to follow the rules of each game while playing at the casino.

16.2. If a player attempts to gain an unfair advantage over the casino by using gaming strategies such as ‘Martingale’ and it is reasonably evident, then the casino will take action including the confiscation of winnings and bonuses.

16.3. When a player receives a bonus, additional betting rules may be applied. These are defined in the Bonus and Promotion Terms and Conditions or are defined in the specific terms and conditions of that promotion.

16.4. A maximum bet of €5 applies when playing with bonus balance.

16.5. Placing total bets equal to or greater than 30% of the value of the deposit currently in play is prohibited.

16.6 Acquiring an in-game Buy Feature to trigger free spins for a buy-in cost equal to or over the 30% max bet limit is considered as irregular play."

Could you please forward any relevant communication petronela.k@casino.guru. Which exact rule has been breached? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

----- Original message -----

Subject: [# VTD-913-39686]: Your withdrawal request

Date: 2020-07-03T14: 06: 12 + 0200

From: "La Fiesta Casino Finance"

To: "***@***.de" <*** @ t - ***. De>

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====== Please reply above this line ======

Ticket history

Mariam K (Staff) Posted On: 02 July 2020 12:52 PM

Hello Helga,

In accordance with our general terms and conditions, we have declined your payment due to irregular gaming.

The general terms and conditions can be viewed on our website.

If you have any questions, please reply directly to this email.

Best regards,

Verification department

That was the explanation !!!

This is my bank statement

Transaction type *

Period*

From

To

Search

ID

Art

amount

method

status

date

ID

Art

amount

method

status

date

4415631 withdraw € 4000 Bank Transfer Rejected 2020-07-02 12: 49: 08.0

4415075 withdraw € 4500 Bank Transfer Canceled 2020-07-02 06: 22: 04.0

4414919 deposit € 25 paysafecard Approved 202

In my eyes, this is bordering on fraud because what the agents say to the players is outrageous.

I hope to get my profit at least 2500 euros as a comparison.

I thank you in advance for your efforts

Sincerely

-----Original-Nachricht-----

Betreff: [#VTD-913-39686]: Ihre Auszahlungsanfrage

Datum: 2020-07-03T14:06:12+0200

Von: "La Fiesta Casino Finance" <finance@lafiestacasino.com>

An: "***@***.de" <***@t-***.de>

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====== Please reply above this line ======

Ticket History

Mariam K (Staff) Posted On: 02 July 2020 12:52 PM

Hallo Helga,

In Anlehnung unserer Allgemeinen Geschäftsbedingungen, haben wir Ihre Auszahlung aufgrund Irregulärem Spielens abgelehnt.

Die Allgemeinen Geschäftsbedingungen können auf unserer Website eingesehen werden.

Falls Sie noch Fragen haben, antworten Sie bitte direkt auf diese E-Mail.

Mit freundlichen Grüßen,

Verifizierungsabteilung

Das war die Erklärung !!!

Das ist mein Kontoauszug

Art der Transaktion*

Zeitraum*

Von

Bis

Suchen

ID

   Art

   Betrag

   Methode

   Status

   Datum

ID

   Art

   Betrag

   Methode

   Status

   Datum

4415631   withdraw   € 4000   Bank Transfer   Rejected   2020-07-02 12:49:08.0

4415075   withdraw   € 4500   Bank Transfer   Canceled   2020-07-02 06:22:04.0

4414919   deposit   € 25   paysafecard   Approved   202

Das ist in meinen Augen schon an Betrg grenzend denn was die Agenten den Spielern sagen ist uverschämt.

Ich habe die Hoffnung meinen Gewinn zu bekommen zumindest 2500 Euro als Vergleich.

Für Ihre Bemühungen bedanke ich mich im voraus

mit freundlichem Gruß

Thank you very much Helga for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Helga,

I'm taking over your complaint. I will contact the casino and see if I can help.

Thank you for reaching out to us.

We see that the winnings were confiscated as the gameplay broke the bonus terms and conditions:

• The casino reserves the right to remove winnings and withhold withdrawals if a player has placed bets on games other than Slots and Scratch cards while the player has active wagering requirements.
• A maximum bet of €5 applies when playing with bonus money or winnings gain from promotions/bonus. This rule also applies for the free spins or bonus-games a player can buy directly from a game since the amount of the purchase is considered as the amount of the bet.

https://www.lafiestacasino.com/bonus-terms-and-conditions/?lang=en

On 1 July 2020, Helga started her gaming session with a deposit of 25 Euro and bonus of 100 Euro. At 5:39:13 PM (casino recorded time) she commenced her gameplay and placed bets on 300 Carat Roulette - a table games. Those bets are prohibited as the wagering is active on the account. At  5:49:37 PM (recorded time) she switched to a video slots.

In addition, significant bets over the limits ranging from 6 euro to 45 euro were made while playing with bonus funds.

These are the reason why the withdrawal was declined and winnings were confiscated. Evidence to support our claims can be provided.

This is a completely new reason for the casino la fiesta. No matter which page you go to

Casino LA FIESTA always has the same excuses and it is always the players. The main thing for the casino is not to have to pay out the winnings. For me it is fraudulent intentions. You lure with the offers and then the player is guilty, even though the casino disguises the games.

Helga Nilles

Das ist eine ganz neue Begründung des Casinos la fiesta. Egal welche Seite man aufruft das

Casino LA FIESTA hat immer die gleichen Ausreden und immer wieder sind es die Spieler. In der Hauptsache geht es dem Casino darum die erbrachten Gewinne nicht auszahlen zu müssen. Für mich sind es betrügerische Absichten. Man lockt mit den Angeboten und dann ist der Spieler der schuldige, obwohl das Casino die Spiele verschleiert.

Helga Nilles

Thank you La Fiesta Casino for the reply. Helga, I looked at your game history you sent. Unfortunately, it confirms the casino's claims. You did play the 300 Carat Roulette and your bets were much larger than the maximum allowed bet while the bonus was active. I admit, it would be much easier for everybody if the casinos enforced this automatically and the player wouldn't have to be that careful with their bets. However, it's not an industry standard yet. I'm afraid, there is nothing I can do to help you with this one.

Best regards,

Peter